What’s New in Microsoft Dynamics CRM 2011

The Road Ahead…

“Adopting a productivity focus that changes the way we work is the only path to lock in productivity gains and earnings. Achieving productivity gains requires changing the way people work so they work smarter, achieve more, deliver greater quality and realize the

value

of their efforts.”

New Conversations About Productivity

Uncover new connections Focus on the right leads Achieve true team selling Simplify work management Streamline problem resolution Attain real-time performance management

Microsoft Dynamics CRM 2011 The Power of Productivity

FAMILIAR

Natural & Personal

INTELLIGENT

Insightful & Actionable

CONNECTED

Collaborative & Integrated

Familiar: Natural and Personal

INTELLIGENT FAMILIAR Office Fluent UI

Next-Gen Outlook Client Role-Tailored Forms Enhanced Navigation Data Import/Export

Flexible Activities Products and Pricing

Productivity Enhancements

CONNECTED

Office Fluent UI

• Streamlined UI • Expandable/contractible

forms

• Contextual Ribbon • Embedded sub-grids

Next-Generation Outlook Client

• True native Outlook experience • Advanced Personalization • Preview panes • Outlook reminders on CRM records

Role Tailored Forms

• Role-based forms • Multiple forms per entity • Drag n’ Drop creation • Web and Mobile support

Enhanced Navigation

• Personal views •

Record pinning

• Most-Recently Used lists • Real-time record filtering

Data Export/Import

•

Data Import Wizard

• One-click export to Excel • Re-import data from Excel • PowerPivot and Office Web applications support

Flexible Activities

• Custom activities support • Bulk actions (complete, cancel, Set Regarding) • Event driven activities (i.e. case resolution) • Re-occurring appointments

Products and Pricing Improvements

• Product kits • Write-in products •

Negative prices

•

Custom currencies

Productivity Enhancements

• Dynamic Marketing Lists • Total record count • Bulk email

attachments

• Rich-text emails

Intelligent: Insightful and Actionable

FAMILIAR CONNECTED INTELLIGENT

Real-Time Dashboards

Guided Dialogs

Inline Visualization

Conditional Formatting Goal Management

Enhanced Queues

Business Auditing Field Level Security

Real-Time Dashboards

• Real-time data • Personal or system dashboards • Point-and-click creation • External data integration

Guided Dialogs

• Guided flow and prompts • Embeddable tips, queues and hyperlinks • Dynamic and static response support • Inline queries of CRM data

Inline Visualization

• Contextual analytics • Drill-down capability • Pre-built visualizations • Wizard-driven custom visualizations

Conditional Formatting

•

User-defined formatting

rules • Guided configuration • Multiple formats per view • Against any entity in DB

Goal Management

• Fiscal or custom time

period

• User and team goals •

Amount, count or

stretch based goals • Hierarchical with roll-up

Enhanced Queues

• Queues against any entity • User and team queues •

Check-in/Check-out

• Queue routing

Business Auditing

• System-wide auditing (including custom entities) • Automatic audit trail • Record or field level • Pre-configured audit rules

Field Level Security (FLS)

• Field Level Security for custom fields • Profiles and rules • Read/write/create • Interactive override

Connected: Collaborative and Integrated

FAMILIAR INTELLIGENT CONNECTED Connections

Contextual Document Mgmt

Social Media

Team Management

Declarative Design Dynamics Marketplace Solutions Management Developer Tools

Connections

• Connect any entity • Definable roles • Easy association of roles to individuals • Time based queries

Contextual Document Management

• Wizard-driven SharePoint configuration • Contextual document

libraries

•

Check-in/check-out

• Track changes and version

control

Social Media Capabilities

• Outlook Social Connector LinkedIn, Facebook and Windows Live integration) • Updated Social Networking Accelerator Tracking of Social identities and Online conversations

Team Management

• Team ownership of records • Team security roles •

Roll-up reporting

• Team based workflows

Declarative Design

• Drag-and-Drop UI • Add fields & relationships

within Form

•

Navigation Editor

• Entity header and footer

Dynamics Marketplace

• Centralized Dynamics

solution repository

• In-app experience •

Click & Try

• Community reviews and rankings

Solutions Management

• Solution lifecycle

management

• Solution layering • Managed or unmanaged solutions •

Cloud or on-premises

support

Developer Tools

• WCF and .NET 4.0

•

Web Resources

• .NET data types • Open Data Protocol (OData)

Amplifying Productivity with Microsoft Dynamics CRM 2011

FAMILIAR Office Fluent UI

Next-Gen Outlook Client Role-Tailored Forms Enhanced Navigation Data Import/Export

Flexible Activities Products and Pricing

Productivity Enhancements

INTELLIGENT

Real-Time Dashboards

Guided Dialogs

Inline Visualization

Conditional Formatting Goal Management

Enhanced Queues

Business Auditing Field Level Security CONNECTED Connections

Contextual Document Mgmt

Social Media

Team Management

Declarative Design Dynamics Marketplace Solutions Management Developer Tools

And Many More Enhancements. . .

Business Process Management

• Business org. modeling • Tree based designer • Hyperlink support in prompts • Static & dynamic response types for prompts • Custom workflow activity • Import/export process definition • AppFabric integration • Interactive workflow

Content Management

• Track changes • Version control • Automatic folder creation • Secure file sharing • Quick preview • Simultaneous editing • Single sign-in • Text search with documents

User Experience

• Native Outlook search experience • Column filters • eMail template support • Outlook Social Connector • Record counts • Re-occurring meetings • Meetings bi-directional synch • Context menus • Accessibility compliance • Outlook follow-up/reminders • Outlook categories on CRM records • Data cleansing enhancements • Data mapping

Personalization

• Multiple application use/switching • Intelligent choice controls • Dynamic forms • Navigation shortcuts • Flexible filtering and search • View selection persistence • Personalized synch folders • Personalized reading pane

Customer Care

• Custom activities • Customer care dashboard • Case modeling • KB article customization • Workload management • Flexible queues • Business/contact center goals • System-wide auditing

Sales

• Quota management • Team selling capabilities • Connections • Custom currency • Sales dashboard • Write-in products • Negative price support

Marketing

• Marketing dashboard • Dynamic Marketing Lists • Bulk update • Rich CRM eMails • Improved Data Import Wizard

Over 500 enhancements Customization and Extensibility

• Forms designer • System views • Visualization Designer • Customizable dashboards • “Any to Any” relationships • Multi-factor authentication • Interactive override for Field Level Security • Global Jscript libraries • HIPAA certifiable

Management and Administration

• Multi-nation setup • Claims based set-up configuration • Server admin automation • Organization management automation • Simple Internet-facing deployment • MUI upgrades • Org. update/upgrade • Tenant by tenant upgrade migration • Server farm updates • Deployment Web-Services

Integration

• Azure Service Bus integration • Firewall tunneling • Bulk data load

Solution Management

• Solutions hosting • Solution lifecycle management • Managed properties • Community rankings • Listings details and management • Search and navigation

© 2010 Microsoft Corporation. All rights reserved. Microsoft, Microsoft Dynamics, the Microsoft Dynamics logo, and [list other trademarks] are trademarks of the Microsoft group of companies. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.